Interactions and interaction plans

Previously, Interaction Plans Architect was called Call Plan Architect. Using Call Plan Architect you could create a call plan—a series of applets—to route calls to the agents who had been waiting longest.

In the current version of Interaction Plans Architect, if enabled, you can route interactions other than calls to agents. An interaction is any communication between an agent and a customer—call, email, SMS, and so on. In a similar way to how you created a call plan, you can now create interaction plans that route interactions either to the agents who have been waiting longest or to those who are best suited to handle the interactions. An interaction can arrive at Vonage Contact Center through various different channels, identifying and accessing its target interaction plan through either a telephone number or a named route. For information about telephone numbers and named routes, see Telephone numbers and named routes.